Why Deliveroo?

When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us.

We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We're a technology-driven company at the forefront of the most expanding industry in the world, so join us for the ride.

The Role:

Our Customer Care team is directly responsible for the on-time delivery of food from Dubai's finest restaurants to thousands of homes and offices across the city. The team's job is to ensure customers are dealt with in a proactive manner and also ensure they fix recurring problems, all with a smile on our faces. This is where you come in!

We're looking for a Quality Assurance Executive to join our growing Customer Care department. You have to be analytical, with the ability to bring issues and solutions forward to the Supervisors and Manager in the team. You need to have a fun personality, make the team laugh, all whilst setting a great example and maintaining a professional working relationship.

You will ensure that customers are receiving a quality level of service based on our response to any query they may have. Whilst working with the Customer Care Manager and Supervisors, you must also be comfortable working independently in a rapidly changing environment. You must love Customer Service and be passionate to convey the Deliveroo brand to our Restaurants, Riders and of course our Customers.

Responsibilities:

• Support the UAE Customer Care team by analyzing calls, chats and email transcripts
• Review customer survey feedback and identify specific agent coaching opportunities
• Provide constructive feedback & coaching through QA evaluations
• Coordinate and chair regular Quality Assurance calibration sessions both internally and externally, attend meetings that involve updates in either process, product, or QA guidelines
• Document meetings and calibration sessions
• Improve through identifying process inadequacies
• Create reports and complete weekly and monthly analysis of agent performance, along with suggested actions for Team Managers and as needed by management
• Assess QA performance through cross-audits, internal QA calibration, and coaching sessions
• Ensure daily, weekly, and monthly audit target requirements are met
• Communicate updates and process changes to the wider care team and other concerned departments

Requirements:

• English and Arabic language proficiency required
• Customer Service systems knowledge (Zendesk, Amazon Connect, Aswat..)
• Experience in customer care quality assurance
• Google Suite proficiency is a MUST (Google Sheets, Docs, Slides)
• Experience working in a dynamic, fast-paced environment
• Experience achieving numerous goals promptly, exercising good judgement and sound decision-making skills
• Ability to adjust to different ways of learning
• Hold a university degree (or have relevant life experience)

Benefits and Diversity

• 25 days of Annual Holiday Leave
• Comprehensive medical insurance
• Annual home flight allowance
• Free Deliveroo Plus - Free delivery and access to special offers
• Maternity & Paternity benefits
• End-of-year parties & regular social events
• An extremely fun team to work with

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer great benefits in areas including health, family, finance, community, convenience, growth, time away, and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion, or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing startups around.